Front Desk Supervisor

Cofreth (M) Sdn Bhd; Sepang; Sur place; MYR 42 000 - 72 000; Plein temps

Résumé du poste

Cofreth (M) Sdn Bhd in Malaysia is seeking a proactive Front Desk Supervisor to lead daily operations, ensure service standards and supervise Front Desk staff. You will plan rosters, monitor performance and resolve guest queries to maintain a high level of guest satisfaction.

The role requires strong communication, leadership and a customer‑oriented mindset, with willingness to work weekends and rotating shifts in a fast‑paced environment.

Qualifications

• Minimum SPM or Diploma in a related field.
• Experience in customer service, hospitality, front desk or retail, with supervisory exposure.
• Strong communication, interpersonal, leadership and team coordination.
• Pleasant, well‑groomed and customer‑oriented.
• Capable of handling complaints and working in a fast‑paced environment.
• Proficient in MS Office applications.
• Mandarin ability is an advantage.
• Reliable, organized and able to work independently or in a team.
• Willing to work weekends, public holidays and rotating shifts.

Responsabilités

• Lead and oversee the daily Front Desk operations to ensure smooth workflow, adequate staff coverage and consistent service standards.
• Supervise, guide and support Front Desk staff, ensuring tasks are completed efficiently and per procedures.
• Plan and coordinate staff rosters, shift arrangements and task allocation for effective manpower coverage.
• Conduct daily team briefings and communicate mall activities, promotions, events and procedures to Front Desk staff.
• Monitor attendance, grooming, performance and compliance with policies and service standards.
• Provide on‑the‑job coaching and address performance or service issues as appropriate.
• Monitor customer service operations and ensure enquiries and complaints are attended to promptly, escalating when needed.
• Take ownership of escalated customer complaints and coordinate with relevant departments for timely resolution.
• Ensure Front Desk records and information are accurate and reports prepared for Management.

Connaissances

Customer service

Leadership

Team coordination

Communication skills

Problem solving

Personable demeanor

Independent worker and team player

Formation

Minimum SPM or Diploma (Hospitality/Business Admin/Customer Service)

Outils

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Description du poste

Minimum SPM or Diploma, preferably in Hospitality, Business Administration, Customer Service or a related field.

Relevant experience in customer service, hospitality, front desk or retail, with supervisory experience being an advantage.

Good communication, interpersonal, leadership and team coordination skills.

Pleasant personality, well‑groomed and strongly customer‑oriented.

Able to handle customer complaints, resolve issues professionally and work effectively in a fast‑paced environment.

Proficient in Microsoft Office, particularly Word, Excel, PowerPoint and Outlook.

Ability to speak Mandarin will be an advantage.

Responsible, reliable, organized and able to work independently and as part of a team.

Willing to work on weekends, public holidays and rotating shifts.

Key Responsibilities:

Lead and oversee the daily operations of the Front Desk to ensure smooth workflow, adequate staff coverage and consistent service standards.

Supervise, guide and support Front Desk staff in carrying out their duties, ensuring work is completed efficiently and in accordance with established procedures.

Plan and coordinate staff rosters, shift arrangements, daily task allocation and break schedules to ensure effective manpower coverage.

Conduct daily team briefings and communicate operational updates, mall activities, promotions, events, procedures and other relevant information to Front Desk staff.

Monitor staff attendance, punctuality, grooming, work performance and compliance with company policies, Front Desk procedures and service standards.

Provide on‑the‑job coaching and guidance to Front Desk staff and address performance or service issues as appropriate.

Monitor customer service operations and ensure enquiries, feedback and complaints are attended to promptly, with complex or sensitive matters handled or escalated appropriately.

Take ownership of escalated customer complaints and coordinate with the relevant departments to ensure timely resolution and proper follow‑up.

Ensure customers, shoppers, visitors and tenants receive accurate and consistent information regarding mall facilities, services, promotions, events, operating hours and other relevant matters.

Oversee the administration of shopping voucher issuance and redemption, including verification, documentation, transaction records, reconciliation and proper safekeeping.

Ensure proper handling and control of lost and found items, including recording, safekeeping, verification and release to rightful owners.

Coordinate with Security, Housekeeping, Maintenance and other relevant departments to resolve customer requests, service issues and operational matters effectively.

Monitor the cleanliness, organisation and presentation of the Front Desk and customer service area, ensuring it is maintained to the required standard.

Ensure Front Desk records, reports and documentation are complete, accurate and properly maintained and assist in preparing regular reports for Management.

Monitor and ensure Front Desk staff comply with established safety, security and emergency procedures and coordinate appropriate assistance during emergencies or incidents.

Support and coordinate Front Desk requirements for mall events, promotions, campaigns and other customer service initiatives.

Identify recurring customer concerns or operational issues and provide feedback and recommendations to Management for service improvement.

Maintain a professional, customer‑focused and positive working environment within the Front Desk team.

Perform any other duties and responsibilities as assigned by the Supervisor or Management from time to time.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Established since 1986, Cofreth is the leading solutions provider for Facilities Management and Energy Services in Malaysia. With strong shareholders support, we have successfully managed integrated facilities for renowned multinational corporations, government institutions, industrial & commercial buildings. Due to our expansion, we are now seeking dynamic individuals to join us in the following position:

Established since 1986, Cofreth is the leading solutions provider for Facilities Management and Energy Services in Malaysia. With strong shareholders support, we have successfully managed integrated facilities for renowned multinational corporations, government institutions, industrial & commercial buildings. Due to our expansion, we are now seeking dynamic individuals to join us in the following position: